Refund & Returns Policy

Cancellations before preparation

Contact us as quickly as possible if you need to cancel or change an order. A request can usually be considered more easily before products are packed, a gift is prepared, payment processing is completed or delivery is arranged.

A cancellation request is not confirmed until Umdah accepts it. If work or non-recoverable costs have already started, the available cancellation or refund may be affected.

After preparation or dispatch

Once an order has been prepared, customized, handed to a rider or dispatched, cancellation cannot be guaranteed. Food products, opened packs and prepared gift presentations may not be suitable for resale.

We will still review the circumstances fairly and explain any non-recoverable product, preparation, packaging, payment or delivery costs that apply.

Damaged, incorrect or quality-related items

If an item arrives damaged, materially different from the order, or with a genuine quality concern, contact us promptly—preferably within 24 hours of delivery.

Please provide the order number, customer name, a clear description and photographs of the item, outer packaging and delivery label where relevant. Keep the product and packaging until we complete the review.

When a problem is verified, the appropriate remedy may be a replacement, partial refund, full refund or another reasonable solution, depending on the circumstances.

Food-safety and change-of-mind returns

Because dry fruits, nuts, dates, seeds and mixes are food products, we generally cannot accept a physical return after a sealed pack has been opened or the product has been consumed, except where a verified defect or legal right applies.

A preference change, natural variation in colour or shape, or dislike of taste does not by itself establish that a correctly supplied product is defective. Natural products can vary by harvest, origin and variety.

Delivery and recipient issues

Customers are responsible for supplying a complete address, reachable phone number and accurate recipient information. If delivery cannot be completed because the address is incorrect, the recipient is unavailable or access is refused, redelivery and related charges may need to be arranged.

If Umdah sends the wrong order or a verified delivery failure is caused by us or our delivery arrangement, contact us so we can review and provide an appropriate remedy.

How a request is reviewed

We may ask for photographs, order messages, delivery confirmation or return of an unopened item where appropriate. Do not send an item back without receiving instructions first.

We assess the product condition, order details, preparation status and delivery record. Nothing in this policy is intended to remove rights that cannot lawfully be excluded.

Approved refunds

When a refund is approved, we will confirm the amount and the method used. Refund timing depends on the payment method, payment provider and bank processing. Original delivery or service costs may be non-refundable where they were already incurred and the issue was not caused by Umdah.

For cash or manually transferred payments, we may request suitable account details through a secure customer-support conversation. Never post financial details publicly.

Request order support

For the fastest review, message 0322 7555459 on WhatsApp or email ytaura09@gmail.com. Include the order number and the reason for your request.